Reservation Agent
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Key skills for this role
About the Role
OVO is hiring a Reservation Agent to convert incoming and assigned leads into confirmed bookings via phone and WhatsApp. The role requires a clear phone manner, fluency in Arabic and English, and comfort with high-volume outbound calls.
Key Skills for This Role
Responsibilities
- Check the CRM for new and assigned leads and action them in priority order
- Contact leads by phone to secure confirmed bookings and appointments following the approved script
- Follow up on appointments to confirm, remind, and reschedule to minimise no shows
- Respond to incoming client emails promptly and professionally
- Handle incoming calls and assist clients with booking, scheduling, and general enquiries
- Update the CRM with every call, email, and outcome accurately and the same day
Requirements
- Clear, confident and courteous phone manner
- Fluent spoken Arabic and English
- Comfortable making a high volume of calls daily
- Working knowledge of CRM, calendar, and spreadsheet tools
- Highly organised, reliable, and accurate with data entry
- Prior telesales, reservations, or customer service experience preferred
- Genuine interest in fashion, luxury, or client facing service is an advantage
Full Job Posting
Role Purpose
- The Reservation Agent is the first live voice a prospective client hears from OVO, converting incoming and assigned leads into confirmed bookings and appointments by phone and WhatsApp.
- The role is focused on reach and bookings; qualifying budgets, negotiating, and closing sales are handled by other team members.
Key Responsibilities
- Check the CRM: review new and assigned leads at the start of and throughout each day, and action them in order of priority.
- Call to book: contact leads by phone and secure confirmed bookings and appointments, following the approved OVO call script.
- Follow up on appointments: confirm, remind, and reschedule upcoming appointments to minimise no shows and keep the calendar accurate.
- Answer emails: respond to incoming client emails promptly and professionally, in OVO's tone of voice.
- Answer calls: handle incoming calls and assist clients with booking, scheduling, and general enquiries.
- Update the CRM: log every call, email, and outcome accurately and the same day, keeping all lead and booking records current.
Scope of the Role
- Does not qualify client budget or negotiate pricing.
- Does not close sales or handle pricing objections beyond the approved script.
- Does not manage the client relationship after the booking is handed off.
Requirements & Skills
- Clear, confident and courteous phone manner.
- Fluent spoken Arabic and English (both strongly preferred for the GCC market).
- Comfortable making a high volume of calls daily and staying persistent.
- Working knowledge of CRM, calendar, and spreadsheet tools.
- Highly organised, reliable, and accurate with data entry.
- Prior telesales, reservations, or customer service experience preferred but not essential.
- Genuine interest in fashion, luxury, or client facing service is an advantage.
Performance Indicators (KPIs)
- Number of outbound calls per day (activity target).
- Contact Rate: percentage of assigned leads successfully reached.
- Booking Rate: percentage of contacted leads converted into a confirmed booking.
- Speed to Lead: time elapsed from lead assignment to first call attempt.
- No Show Rate: percentage of booked appointments that do not attend.
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